Hi, I’m
Shabari Priyanka Y
Bengaluru
Summary
Customer Success Manager with a strong blend of technical expertise and customer-centric skills, dedicated to building lasting relationships and helping clients achieve their business goals. Proven track record in maximizing software application value, troubleshooting complex issues, and delivering tailored solutions. Skilled communicator, adept at translating technical concepts and collaborating with cross-functional teams to enhance customer satisfaction and retention. Expertise in leveraging CRM tools to manage accounts, forecast growth, and track interactions. Experienced in leading teams to improve customer experiences, drive business growth, and implement successful retention strategies. Strong problem-solving and conflict resolution abilities, with a focus on maximizing operational efficiency and customer loyalty.
Overview
7
years of professional experience
1
Certification
Work History
Apptio, an IBM Company
Premier Customer Success Manager
01.2023 - Current
Job overview
- Collaborating closely with the customer TBM Analysts and others in their TBM Office to ensure they become power users of our solution, as well as performing remote training to the consumers as needed
- Understand in detail the configuration of each customer's Apptio implementation (data, models, reports, etc.) for training and mentoring easily
- Mentor the customer to do things more efficiently with the Apptio solution with a focus on product and business domain best practices
- Driving customer enablement plans against the customer's TBM roadmap to ensure that adoption is mapped to customer's needs and delivers on agreed to metrics for the customer's use cases
- Helping them make strategical decisions with best value added use cases and improving their overall cost allocations
- Functioning as the liaison between the customer and Apptio Support to help Support and Engineering resolve open tickets and other performance issues
- Coordinating with Support, Product Management, R&D, Account Management, & Customer Success to ensure the appropriate level of response to customer needs
- Assisting with driving Apptio technical best practices and proactively sharing knowledge throughout the organization
- Gathering customer feedback and working with the Global Practice and Global Products team to recommend how to improve product usability
- Driving best and valuable customer experience in using the SaaS product and ensuring the customer retention rates are higher
- Performing in detail Insight & Model hunt to help the client improve their allocation and understand the best ways to optimize /save costs
- Attend monthly calls with product teams and gather updates on RFs and yearly roadmap
- Cross-selling and Up-selling Apptio Products
PlansourceBangalore
Application Support Analyst
01.2021 - 01.2023
Job overview
- Worked on the application end to analyze the issues concerning the internal teams as well as clients
- Worked on multiple test cases to provide formulas and configuration setups to internal team members for them to set it up for the clients
- Providing timely resolutions to fix issues of different priorities
- Handling Bug tickets and providing work around measures
- Worked on creating SFTP accounts for various requirements
- Worked on Plugin related issues and setting up plugin configurations
- Managed EDI configurations, handled data getting sent though exports and imports
- Correcting the incorrect data that is being passed onto the files and handling file automation and the scheduler
- Appreciated as the SME of the team, trained team mates on plugins, exports, and EDI
- Worked on different APIs, EDI & Plugin integrations
- MFA configuration and troubleshooting related issues
- Worked on Utility Failures and assessing the various issues related to it
- Experience working with Salesforce, Jira, Confluence, Filezilla
PowerSchoolBangalore
Senior Associate Application Specialist
02.2020 - 01.2021
Job overview
- Implemented system enhancements to propose, design and develop solutions to fulfill requests and address problem reports
- Performed regular database backup
- Followed standard practices for migrating changes to test and production environments and provided technology support to meet business requirements
- Supported multiple concurrent projects enabling delivery efficiencies and technical resolution
- Managed workload independently but collaborated with colleagues to complete larger scale tasks in distributed team environment
- Created optimal technical solutions to user needs through research and in-depth system analysis
- Worked with multiple project managers to implement the site for newer districts
PowerSchoolBangalore
Associate Application Specialist
06.2018 - 01.2019
Job overview
- Helped clients manage their district sites by loading data or resolving technical issues
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Handled Salesforce and Jira cases to resolve customer queries
- Worked on SQL Queries and Database to handle data
- Resolved customer queries or issue through call, mails, and chats
AmazonBangalore
Content Reviewer
06.2018 - 01.2019
Job overview
- Maintained continuous check on product, seller, and content metrics, optimizing and enhancing campaigns based on current trend data
- Performed in-depth competitor reviews to check competitor activities with ad placement, keyword use, placement bids and landing pages
- Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments
Education
Reva Institute of Technology and ManagementBangalore
B.E from Information Science and Technology
05.2018
Skills
- SQL scripting queries
- Database Management
- Mentoring and training
- Application Skills
- Communication Skills
- Customer Relations
- Client training
- Implementation
- Customer service/satisfaction
- Client Management
- Adoption
- Growth
- Customer Management
- Account Management
- Renewals
- Customer Retention
- Report preparation
- Relational Database Management
- MS Office
- Team collaboration
- Troubleshooting
- Project scope assessment
- Search Engine Optimization
- Salesforce
- Jira
- Gainsight
- Confluence
- Highspot
- Amplitude
- Risk Management
- Strategic Advisory
- Roadmap Creation
- Retention Framework
- Risk CTAs
- Objective creation
- Customer success Plans
- Filezilla
- SFTP
- Cross-Selling
- Up-Selling
- Strategic communications
- Customer account management
- Customer retention
- Training and mentoring
- Customer relationship building
- Customer service
- Account updates
- Cross-functional coordination
- Stakeholder management
- Strategic planning
- Customer onboarding
- Customer relations
- Customer advocacy
- Client relations
- Revenue growth
- Account management
- Inter-department collaboration
- Report analysis
Certification
- Apptio Certified Practitioner: Cloudability Total Cost, 09/01/24
- IBM Agile Explorer, 09/01/24
- Certified Technology Business Management Executive, 12/01/23
- Oracle Certified Foundations Associate, 10/01/23
- TBM Executive Foundation Course and Certification, 10/01/23
- Apptio Certified Practitioner - Cloudability, 08/01/23
- Apptio Certified: Customer-Facing Communication Series Assessment, 06/01/23
- Communicating with Empathy, 05/01/23
- Apptio Certified Practitioner ApptioOne, 04/01/23
- Benefits of Agile Project Management, 09/01/22
- Cross Cultural Communication - Communications & Marketing, 05/01/22
- SQLServer 2019 Data Analytics & Tableau Data Visualisation, 11/01/20
- Project Management: Master Project Management - PMP/PMI, 08/01/20
Accomplishments
- IoT project on women safety, Handling my team of 4 and preparing project roadmap. Ideas to enhance the project based on real life situations. Project reporting and presentation of project.
- Technical Seminar - Hadoop Technology, Big data concept and key enablers for its growth. Evolution of Hadoop ecosystem. Hadoop distributed file systems (HDFS), Map reduce framework and YARN. Processing Frameworks in Hadoop. Real time streaming frameworks.
- Curriculum project - PowerSchool, Understanding customer requirements and verifying with vendors for curriculum availability else customizing it for the customer. Preparing and testing Excel files in a structured format using Knime tool. Quality Assurance check to maintain product standard and usage. Maintaining reports and Inventorying standards for each State enrolled for global view of leadership and Project managers. Collaborating and cross functioning with other teams to get work done in given time limit. Establishing an organized procedure for this work in future along with mentoring and training a colleague on this. Gaining project management skill on the go in corporate work.
Timeline
Premier Customer Success Manager
Apptio, an IBM Company
01.2023 - Current
Application Support Analyst
Plansource
01.2021 - 01.2023
Senior Associate Application Specialist
PowerSchool
02.2020 - 01.2021
Associate Application Specialist
PowerSchool
06.2018 - 01.2019
Content Reviewer
Amazon
06.2018 - 01.2019
Reva Institute of Technology and Management
B.E from Information Science and Technology
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